Senior Officer Customer Experience at Equity Bank Tanzania

Organization: Customer Service
Employment Type: Regular
Job Level: Entry Level
Job Shift: Day Job
Job Posting Date: 26 October 2026, 11:56:39 AM

MAIN DUTIES AND RESPONSIBILITIES

• Handle customer complaints and escalations professionally and promptly.
• Coordinate with branch managers and relevant stakeholders to ensure satisfactory resolution.
• Keep customers informed of complaint progress and outcomes.
• Respond to customer and internal emails and calls promptly and professionally.
• Provide accurate information and address customer inquiries and concerns.
• Document, consolidate and analyse customer feedback from:
  • Complaints
  • Surveys
  • Service interactions
  • Other channels
• Identify:
  • Customer needs
  • Trends
  • Recurring pain points
• Conduct root-cause analysis and recommend sustainable solutions to prevent recurrence.
• Monitor service quality metrics, including:
  • NPS
  • CSAT
  • CES
  • Complaint trends
  • Resolution turnaround times
• Highlight performance gaps and recommend corrective actions.
• Adhere to applicable regulatory requirements, internal policies and standards relating to:
  • Consumer protection
  • Data privacy
  • Confidentiality
  • Customer interactions
• Prepare management reports and presentations that translate complaint trends and findings into:
  • Practical recommendations
  • Priorities
  • Actions
• Support the assessment of the business impact of customer pain points and service improvements, including effects on:
  • Customer retention
  • Transaction activity
  • Repeat contacts
  • Cost to serve
• Collaborate with internal stakeholders to identify and implement improvements that strengthen:
  • Internal service delivery
  • Employee productivity
• Work closely with product teams to identify and address gaps in:
  • Product availability
  • Product accessibility
  • Product relevance to customer needs and preferences
• Analyse customer interactions to identify opportunities to improve:
  • Channel effectiveness
  • Usability
  • Convenience
• Support the implementation of channel improvements.
• Conduct branch and channel service quality assessments to evaluate adherence to:
  • Service standards
  • Operational processes
• Identify service gaps and recommend improvements.
• Track agreed corrective and improvement actions.
• Follow up with relevant stakeholders.
• Assess whether implemented changes have addressed identified service gaps.

QUALIFICATIONS

Education

• Bachelor's Degree from an accredited institution in any related field of study.

Work Experience

• A minimum of 3 years of relevant work experience, preferably in the banking industry.

KNOWLEDGE AND SKILLS

• Strong complaint management and service recovery skills, including:
  • Effective escalation
  • Customer communication
  • Resolution follow-up
• Strong stakeholder engagement and coordination skills to drive corrective actions while maintaining:
  • Consumer protection
  • Data privacy
  • Confidentiality standards
• Strong analytical and root-cause analysis skills.
• Ability to:
  • Consolidate customer and operational data
  • Validate customer and operational data
  • Identify trends
  • Recommend sustainable improvements
• Proficiency in Excel for data analysis.
• Ability to present findings through:
  • Clear reports
  • Dashboards
  • Management presentations
• Understanding of customer experience measurement, including:
  • NPS
  • CSAT
  • CES
  • Customer surveys
  • Customer journeys
  • Service standards